Vice President of Support and Customer Success for Security Company Offline

In the heart of the multi-billion-dollar IT security market lies our client`s company! With the potential for over 50 million DDoS attacks globally this year, the urgency is growing. Our cloud-based, automated, and patented DDoS protection solution safeguards numerous renowned clients worldwide, ensuring their IT networks and critical applications remain secure and operational. As a specialized European IT security provider, they stay ahead of the curve, employing nearly 100 employees across international hubs in Frankfurt, Tel Aviv, and Vancouver, some of whom work remotely. Whether in Frankfurt or from afar, join us in shaping the digital future.

Responsibilities:

- Develop and implement a strategic vision and roadmap for support and customer success initiatives aligned with company goals.

- Lead and manage a high-performing team of support engineers, customer success managers, and technical account managers.

- Foster a culture of customer-centricity, continuous improvement, and innovation within the support and customer success organizations.

- Establish and maintain strong relationships with key customers, ensuring their satisfaction and loyalty.

- Monitor and analyze customer feedback, metrics, and data to identify areas for improvement and drive process enhancements.

- Collaborate with cross-functional teams, including product development, sales, and marketing, to ensure a seamless customer experience and drive product adoption.

- Develop and implement training and development programs for the support and customer success teams.

- Stay up-to-date with industry trends, emerging technologies, and best practices in support and customer success.

- Provide thought leadership and actively participate in industry events and forums.

Requirements:

- Bachelor's degree in Computer Science, Business Administration, or related field.

- 7+ years of experience in customer support, customer success, or related roles, with demonstrated leadership and management skills.

- Experience in Production environment management and uptime awareness.

- Basic understanding of the cyber industry, including WAF/DDoS technologies.

- Exceptional communication, negotiation, and interpersonal skills.

- Strong analytical and problem-solving abilities.

- Ability to work collaboratively in a fast-paced, dynamic environment.

Company Culture and Benefits:

- Join a highly motivated team with a culture of respect and equality.

- Enjoy flexible working arrangements and opportunities for personal and professional development.

- Benefit from a supportive and inclusive work environment with a focus on innovation and excellence.

- Participate in team events and enjoy various benefits such as fitness perks, support for daycare fees, and more.